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Participant
December 1, 2019
Answered

Seeking help reinstalling Photoshop CS6

  • December 1, 2019
  • 3 replies
  • 611 views

I dont know where to start.  This is my first use of Adobe Forum.  I just need some help - simple help.  I just spent 2 1/2 hrs on line wit Adobe support.  They were good - I guess. By the fifth person I got what I thopught I needed to work...I have been having problems with my PS portion for a year now...at least.  Finally, I got someone to help - I think.  They assisted me in reionstalling CS6 PP suite.  The install went down well per the install window, but teh s/w was not updated or over written!  Simple question please.  Should I have uninstalled the suite before installing the new install Adobe sent me?  They did not tell me that...but I should have asked.  

Now the old s/w is worst!  That which comes up.  Or is it the new s/w?  I dont know.  The new s/w does not recognize my camera any more - camera RAW I presume.  So I need to find that and download, perhaps.  But teh Adobe PS still has the same problems.  One issue - it wants Adobe Flash.  It turned up missing last weekend.  Dont know why.

1) I want to trying and down load the CS6 PP Suite again -

2) should I remove the old vewrsion first?

3) If I do, will I ever get it back? I am onlu using 1 of the 2 licenses.

4) How do I get the latest Camera RAW update?  Whren I complete the reinstall?  If I complete the reinstall. 

5) Maybe I should call it quits on the first license and try to install my second license on the same computer?

^) Last - thank you for reading and thank you for any help/ideas/suggestions.

This topic has been closed for replies.
Correct answer John T Smith

Actually, according to employee Jeff Wright in a message dated 12-18-19 in the ACP forum, that policy has changed

 

  • Installation files for older software titles are only available via Account Management on http://www.adobe.com/.
  • Adobe employees will no longer be engaging with Creative Suite customers to provide support via chat, phone, or social media

    Meaning that someone who bought a disc that is missing or damaged, or a download that was not direct from Adobe, will no longer be able to contact support for a download link

3 replies

Racecar57Author
Participant
December 22, 2019

Thank you very much Mr. Smith.  Understanding things like that helps a lot.  I know now not to pursue trying to get an answer.  I guess I understand too, that Adobe support does not have the time to support older Adobe s/w.  However, I would ahve thought that Adobe would allow one to upload Adobe s/w at our own risk provided we had a s/n for the s/w.  Even checking against a database if they liked to an email address or a name.  Loading the s/w isnt the problem, its the activation code.  I was mistaken (I presuime) when I continued to purchase Aodbe s/w thinking I was buying it for my use as long as I used it...old or not.  When you loose your system, and have to start over, reloading all your s/w, it would be expected that one could upload their old s/w, though it might be out of date.  I had hoped that owning the disks was sufficient enough to at least own the use of teh s/w for as long as one cared...restrictions still applying. 

To clarify, helping me to understand better...the statement 

  • Installation files for older software titles are only available via Account Management on http://www.adobe.com/

Does that mean, if I purchased (maybe I really dont own the s/w I purchnased) older Adobe s/w i.e. PS years ago when it was new, that I can go to the web site you provided and down load the s/w from there and use my s/n you load it for my personal use?  And I will not need an activation code or that it will come with an activation code?  Where CS1 PS was a new purchase and CS2 PS an upgrade purchase, and CS3 PS and then CS4 Production Suite (new purchase),,,none of these are available to me for reload?  Or can I provide my s/n to the site and down load the old s/w?

I am assumimg I have 1 year now, to find an alternate to Adobe s/w, because I have agreed to CC now - for one year - then I expect I will no longer afford it and I will drop away.  Adobe is looking for the business users, wheer cost can be passed along to the consumer of high production activities.

After several months now, and reading just a few posts on the forum, I think my Adobe CS6 Production Suite s/w became corrupted from second party s/w that was added as plug-ins, which I often used.  Added over the course of ~1 year  (Mar2019 & Jul2019 & Nov2019 down loads).  Each of two different dowloads/upgrades/uses seem to be coordinated with the issues I began experiencing.   But I lost much of my PS capabilities that I used often.  LR was never impacted, I presume, only because I never used the second party s/w while in LR.  Just to share a little experience with you and the forum.  

Thank you for the info.  It at least helps me understand what I need to start thinking about.  

Thank everyone for their responses.  I appreciate all your help.

John T Smith
Community Expert
John T SmithCommunity ExpertCorrect answer
Community Expert
December 20, 2019

Actually, according to employee Jeff Wright in a message dated 12-18-19 in the ACP forum, that policy has changed

 

  • Installation files for older software titles are only available via Account Management on http://www.adobe.com/.
  • Adobe employees will no longer be engaging with Creative Suite customers to provide support via chat, phone, or social media

    Meaning that someone who bought a disc that is missing or damaged, or a download that was not direct from Adobe, will no longer be able to contact support for a download link

Nancy OShea
Community Expert
Community Expert
December 20, 2019

I stand corrected. 

 

 

Nancy O'Shea— Product User & Community Expert
John T Smith
Community Expert
Community Expert
December 21, 2019

Too many messages, and some answers are buried inside messages, to keep up with everything

 

I found the link to what Jeff said in a different message, but discussing downloads

 

I think it is unfortunate that Adobe will no longer provide a download link to someone who lost their original media but has a valid serial number... but that is the decision from upper management (Jeff did not make the decision, he only posted the information)

Nancy OShea
Community Expert
Community Expert
December 1, 2019

Welcome to the user forums.  To better assist you, we need some relevant information.

 

  1. CS6 is legacy software from 2012.  It is not certified to run on the newest computers.  It might work or it might not.  Which operating system do you have?
  2. Was your CS6 a full scale version or an upgrade from a previous version?
  3. Was your CS6 purchased as a volume license or student/teacher edition?  If yes to either question, you must use the installation disks you received at purchase.   Your serial number is tied to those installers. 
  4. To perform a clean install, unistall old Adobe software and run the Adobe CS Cleaner tool below followed by restarting your computer.
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

 

 

Nancy O'Shea— Product User & Community Expert
Racecar57Author
Participant
December 20, 2019

1) "It is not certified to run on the newest computers."  Not sure I understand this.  Why wouldnt it run on any computer that was built in 2012, or any system that continues to run today?  Dont have to answer.  My system is newer than 2012, but only because I had a crash on my older system with Win7.  Had to redo it from scratch and fight to install Adobe CS3.  I am running Win10 -64 and CS6 Full Production Suite worked well for many yerars.  I had CC when I first purchased CS3 but after two years of suffering CC, I got out of it.  CC slowed myPhotoshop and other work down to a crawl.  It took seconds to minutes for key board responses.  Until I removed CC and stopped its access to my computer.

2)  I purchased a full scale version of CS6 Production Suite.  It included s/w that Adobe no longer supports as you prebably know.

3)  I did purchase a student edition at the time.  I thought about using the original install disks, but only Photoshop was not working correctly.  That was not on the disk about correcting/fixing the s/w, or reinstallation, just install.  Did not want to fight with Adobe (as I have done many times in the past about s/w problems), so I gave up.  I went to Adobe for help, but they told me the s/w was too old and O did not have a maintenence agreement so they would not help me.  They told me to go to the forum if I need help.  So I did...this time.  I purchased CS1, CS2 upgrade, then CS3 & CS4.  Stopped there until CS6 camera out. I did not relize that when your system crashed and yoiu needed to reinstall s/w, that Adobe did not alow you to do so...because not only do you need a s/n, but you mush have an activation code...which Adobe will not provide.  I needed CS1 or CS2 running on my older WIN7 system because I needed teh one piece of s/w that allows me to read my Kodak image CDs where LKodak placed my images from film long ago.

4) I gave up - I surrendered to the power of Adobe and purchased CC for my CS6 Production Suite.   For 1 year.  I purchased a monthly discount offered by Adobe. No other choice as best I know.  After one year the price goes high - retired, on a fixed income, & and only an amteur photographer - but loving photography I will just have to learn to do w/o Adobe in the future after that.  I used to shoot film a lot and I may go back to it more now.  I dont know if Adobe will allow me to keep whichever s/w version I end with at the end of te year or not.  Adobe s/w is fine s/w, but they are no longer interested in the everyday small photographer who just loves taking photos, framimg them for his wall, and giving away photos to family and friends.

Since I purchase CC for now, and they had to come and do just what you said - wipe out my old s/w and reinstall the new.  I dont like the the new - but only because I am still trying to learn how to navigate.  My buttons are gone.  The plug-ins are gone that I used a lot.  One plug-in only works with Adobe PS.  But reading teh forum  informed me that some plug-ins is what possibably caused my problems with my origoinal s/w (in other words, I rand CS6 for many years w/o issue - vesion 13 - until just this past March 2019; and again in July 2019 seems things got worst until Nov when I could not open some Adobe files and some would be correctied...if a thmbnail roated, it would not open.  Could not even use PS it got so bad suddenly.  That's when I turned to Adobe and gave up and went to the forum for help - your help, thank you.

I need to learn how to use and navigate the Forum.  Its not as easy as I expected.  I could not even locate my questions until the email arrived with a link to reply.  

Thank you very much for you time and response.  There are other competitor s/w out there that dont do near as much but do enough to make a quality image. As retired, I wanted to do a lot of family videos now - extending my photographer from fixed images to slide shows and videos taken over time.  Thank you again.

Nancy OShea
Community Expert
Community Expert
December 20, 2019

Software has a shelf life of 3-5 years.  Beyond that, nobody can predict how long it will  remain compatible with modern equipment and evolving operating systems.   For this reason, Creative Cloud software includes free upgrades for as long as you remain a subscriber to ensure onging compatibility with newer OSs.  

 

If your CS6 was a student/teacher or volume licensed edition, you must use the original installation disks that came with your purchase because your serial number is attached to that media.

 

If however you have a standard individual license, you can get a direct download link from Adobe Customer Care providing you have a legitimate serial number and/or proof of purchase.  Otherwise, the agent cannot help you.  Log-in below to find your serial number

https://account.adobe.com/plans

Scroll down  to Contact Adobe button on the same page.

 

 

Nancy O'Shea— Product User & Community Expert